Process Specialist
Job description
A – Supervise, manage Customer Care workforce
- Proactively forecast Customer Care workload and make planning the overall work schedule for the entire department and extending it to Team Leaders. Manage Call Center team, Bot, system, customer experience and quality framework of Customer Care
- Handle system-related issues received from Team Leaders for challenging cases
- For system changes, analyze the changes and propose test scenarios and test cases to the Manager For review
- Participate and lead improvement of Process/Procedure to optimize process and productivity of Call Center
B – Process Optimization
- Conduct thorough business process reviews to understand the efficiency and effectiveness of current operations.
- Identify areas for improvement within existing processes.
- Ensure that operations are both efficient and effective.
- Develop recommendations based on process analysis.
- Implement process improvements to enhance overall efficiency.
- Continuously monitor the results of implemented changes.
- Ensure that the optimized processes are suitable with current situation and positive outcomes.
C – Others:
- Other tasks are assigned by line manager
Job requirements
A – Experience:
02 years' experience in Call Center
Strong analytical skill
B – Skills:
Effective Communication
Good at MS office (Word, Excel) skill
Leadership skills and the ability to motivate and develop staff
Problem-Solving
Process Analysis
What We Can Offer
Bonus
Healthcare Plan
Paid Leave
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Job Information
22/04/2024
Experienced (non-manager)
Information Technology/Telecommunications > Business/System Analysis
Project Management, Process Management, Business Process
Finance
Any
Not shown
Not shown
Job Locations
20 Nguyen Dang Giai, Thao Dien Ward, District 2, Ho Chi Minh City, Vietnam
Phu Nu Building, 20 Nguyen Dang Giai, Thao Dien Ward, District 2, HCMC
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